• Job Description

  Req#: R0095090

  We’re looking for motivated, engaged people to help make everyone’s journeys better.

  The Senior Sales and Service Manager is responsible for overseeing all aspects of global account management and Sales and Service functions, including communication with the airline head office and local airport office where the operational unit is located. This role aligns all global account management across the Company in accordance to the Customer’s business requirements.

  Annual Hiring Range/Hourly Rate:

  • $120,000-$130,000 /Per Year
  • This position is eligible for incentive pay of 3% of the annual base salary, dependent upon successful attainment of company, team, and individual goals.

  Benefits

  • Paid time off
  • 401k, with company match
  • Company sponsored life insurance
  • Medical, dental, vision plans
  • Voluntary short-term/long-term disability insurance
  • Voluntary life, accident, and hospital plans
  • Employee Assistance Program
  • Commuter benefits
  • Employee Discounts

  Main Duties and Responsibilities:

  • Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
  • Leads change initiatives across all Customer catering stations through structured change management and communications, ensuring all systems, diagrams, standard operating processes are aligned and ready for the change.
  • Responsible for developing and maintaining a good, professional working relationship with both the customer kitchen management and staff and team members, establishing a clear line of communication at all levels.
  • Drives change communications between the Account Services Group including pricing, billing and menu design specifications and Culinary departments and the customer.
  • Guides the unit Account Manager to provide account-specific training to Unit personnel as required. Ensures that all kitchen personnel are trained on all type of customer aircraft and have current loading diagrams and configurations.
  • Maintains prompt and effective communications with customers and operations staff to resolve issues.
  • Monitors unit performance and takes a proactive position in monitoring customer quality service standards, facility health and sanitations standards, billing accuracy, and product inventories are maintained at the highest level by the operating unit. Conducts hygiene and performance follow up reviews with kitchen management & staff, while ensuring prompt turnaround response to the customers.
  • Serves as the primary contact for all day to day operational communications working with each designated kitchen Account Manager as well as Account Services Group; communicates with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
  • Acts as the single point of contact with the airline and is available on call to respond to customer inquiries.
  • Works with the assigned Chefs to ensure proper menu specifications and directions are followed.
  • Works with the designated kitchen Account Manager to ensure all inventories for equipment and liquor meet customer requirements and are reported in the airline systems on time and accurately each month.
  • Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.
  • Arranges customer visits including meal presentations at the Operations unit. Assists the Sales and Service Director with customer meal presentation and Request for Proposal (RFP) kick-offs calls and strategy sessions.
  • Participates in weekly conference calls to discuss sales issues.
  • Prepares for and delivers regular reviews/reports with the internal and external customers about the activities and results of the project team.
  • Serves as the “voice of the customer” within the project team and the Company
  • Champions improvement initiatives on behalf of the project team
  • Responds to customer requests
  • Works with colleagues to identify and implement best practices.
  • Ensures processes and procedures are in place to fulfill all Company performance and delivery obligations.
  • Ensures proper communication and training in such processes and procedures for the project or delivery teams.
  • Develops excellent business relationships with all customer contacts and identify opportunities to grow gategroup business
  • Liaises with colleagues on all significant account issues
  • Develops, along with Operations, standard processes to ensure customer deliverables requirements are met

  Qualifications

  Education:

  • Bachelor’s Degree or 4 years of equivalent work experience in Sales and Service required.

  Work Experience:

  • Minimum 7 years of experience in Sales, airline and/or airline catering required
  • Previous project management experience preferred
  • Experience in change management preferred
  • Catering operations experience or similar logistics and supply chain experience preferred
  • Minimum 3 years of experience working with international clients is highly desirable
  • A background in revenue management and/or pricing is preferred but not mandatory.
  • Experience managing people or project resources is preferred

  Job Skills:

  • Strong organization and/or project management skills
  • Account management
  • Change Lead
  • Large scale catering operations or logistics, airline catering experience preferred
  • Sales and/or customer service experience
  • Able to shift roles and responsibilities as business needs change.
  • Able to work effectively in a team environment.
  • Able to find innovative ways to solve problems

  Language / Communication Skills:

  • Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing with senior executives. Fluency in a foreign language is beneficial to the position, however not mandatory.

  Job Dimensions

  Geographic Responsibility: Global

  Type of Employment: Full Time

  Travel %: Willing to travel domestically and internationally as required, up to 20-25%

  Exemption Classification: Exempt

  Internal Relationships: Operations at the catering station level, counterparts in Finance, Legal, customs

  External Relationships: Customers, vendors

  Work Environment / Requirements of the Job:

  • Extended work hours
  • High degree of confidentiality
  • Working knowledge of kitchen operations
  • Domestic and International customer experience in an operational setting
  • Combination of office and field (kitchen/CPU/supplier) work

  Budget / Revenue Responsibility: (Local Currency)

  Organization Structure

  Direct Line Manager (Title): Director, Sales and Service

  Dotted Line Manager (Title, if applicable): N/A

  Number of Direct Reports: Up to 5 (Rep, Support)

  Number of Dotted Line Reports: All customer station account managers (approximately 45) with a dotted line for direction, change management and other operational activity

  Estimated Total Size of Team: up to 7

  gategroup Competencies Required to be Successful in the Job:

  • Thinking – Information Search and analysis & problem resolution skills
  • Engaging – Understanding others, Team Leadership and Developing People
  • Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
  • Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus

  Demonstrated Values to be Successful in the Position

  Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

  • We treat each other with respect and we act with integrity
  • We communicate and keep each other informed
  • We put our heads together to problem solve and deliver excellence as a team
  • We have passion for our work and we pay attention to the little details
  • We foster an environment of accountability , take responsibility for our actions and learn from our mistakes
  • We do what we say we will do, when we say we are going to do it
  • We care about our coworkers, always taking an opportunity to make someone’s day better

  The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.

  For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

  We anticipate that this job will close on:

  06/08/2025

  For California Residents, please clic k here to view our California privacy notice.

  If you want to be part of a team that helps make travel and culinary memories, join us!

• About the company

  Gategroup is a Swiss company providing services to the travel industry, including catering, onboard retail, food service provisioning, and food logistics.

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